Every ticket, every asset, every preventive task
Hotel maintenance built around the way real engineering teams work. Urgency-based triage, asset histories that travel with every ticket, preventive schedules that don't slip, and KPIs that actually change behaviour.
New
Guest elevator 2 stuck at L3
Tower A
Slow drain, bathroom sink
Room 512
Scuff on corridor wall
Floor 7
Assigned
HVAC not cooling, guest complaint
Room 614
TV remote not responding
Room 308
In Progress
Shower diverter leak
Room 422
Faulty minibar refrigerant
Room 235
Verified
Door latch sticky
Room 108
Lobby bulb replacement
Lobby
2h 14m
Avg MTTR
96.4%
SLA compliance
98.1%
PM compliance
1,013
Assets tracked
Urgency Matrix
Four tiers, clear SLAs, no ambiguity
Every ticket lands in one of four urgency bands with a defined response time. No subjective judgment, no SLA drift, no arguing about priority at 2 a.m.
Critical
15 min response
Guest safety, no hot water property-wide, elevator entrapment, fire system trouble, gas leak, sewage backup.
High
1 hour response
In-room HVAC failure with occupied guest, locked-out room, toilet overflow, major leak in occupied room, minibar empty before check-in.
Medium
4 hour response
Dripping faucet, flickering light, TV remote dead, bathroom exhaust slow, door latch sticky in vacant room.
Low
Next business day
Cosmetic scuff, touch-up paint, chair wobble, minor trim repair, lightbulb replacement in back-of-house.
Capabilities
Everything engineering needs in one module
Kanban Ticket Flow
Tickets move across four lanes — New, Assigned, In Progress, Verified — with drag-and-drop for dispatchers. Each card shows urgency, location, age, and assignee. The lane counts and oldest-ticket timer make bottlenecks visible at a glance.
Asset Registry & QR Tags
Every rooftop AHU, guest-room PTAC, elevator drive, boiler, grease trap, and pool pump has a record with model, serial, install date, warranty, and attached documents. QR tags on the equipment open the asset page directly — no searching.
Preventive Schedules
Set recurring tasks (monthly filter change, quarterly belt inspection, annual boiler service) with checklists, required parts, and assigned technicians. The calendar auto-generates work orders on schedule and tracks compliance rates by system and floor.
Guest-Reported Tickets
Guests report issues from the in-room PWA or QR-code page. "Shower runs cold" goes straight to engineering with room number and guest name pre-filled. Complex issues auto-escalate if not acknowledged within SLA.
MTTR & Compliance KPIs
Mean time to repair, first-response time, SLA compliance, reopen rate, preventive task completion, and technician utilization — all trended weekly and exportable. Benchmark floors, buildings, and sister properties.
Photo-Documented Closures
Technicians close tickets with before-and-after photos and a parts-used entry. The evidence trail satisfies insurance audits, warranty claims, and brand standards inspections without extra paperwork.
Asset Registry
Know every piece of equipment in the building
From rooftop air handlers to the hair dryer in Room 412. Every asset has a record, a QR tag, a warranty, and a full service history. Scan the tag, get the whole story. No more dusty binders, no more guessing which model.
QR tags open the asset page
Technicians scan once, see everything.
O&M manuals attached
PDF, images, vendor contacts — all in one place.
Warranty alerts
Tickets flag when a repair is covered under active warranty.
HVAC
PTACs, AHUs, chillers, cooling towers, exhaust fans
Plumbing
Pumps, valves, water heaters, grease traps, pool filters
Electrical
Panels, switchgear, transfer switches, GFCIs, lighting
Life Safety
Fire panels, sprinklers, exit signs, CO detectors, AEDs
Guest-Room Tech
TVs, STBs, thermostats, locks, safes, phones
Lighting
Fixtures, drivers, sensors, emergency lights, decorative
Preventive Maintenance
Schedules that actually run on time
Monthly, quarterly, annual tasks auto-generated as work orders, with required checklists and parts. Compliance rates surface slipping tasks before the next audit.
| Frequency | Task | Assets | Avg time | Compliance |
|---|---|---|---|---|
| Monthly | Replace PTAC filters | 142 | 6 min/unit | 100.0% |
| Monthly | Test emergency generator | 2 | 30 min | 98.9% |
| Quarterly | Inspect fire dampers | 48 | 12 min/unit | 97.8% |
| Quarterly | Grease-trap cleaning | 6 | 45 min | 99.1% |
| Semi-annual | Cooling-tower water treatment | 4 | 2 hr | 98.0% |
| Annual | Boiler combustion tune-up | 3 | 4 hr | 96.9% |
| Annual | Elevator certification | 6 | 8 hr | 98.2% |
| Annual | Backflow preventer test | 18 | 25 min | 97.1% |
Ticket Lifecycle
From guest report to verified closure
Issue raised
Front desk logs a guest complaint, a housekeeper snaps a photo of a broken showerhead, or the guest taps "Report an issue" in the in-room app. One tap, one photo, one tag.
Auto-triaged
The rule engine reads category + location + occupancy and applies urgency. Occupied-room HVAC failure always routes P2 and pings the on-call tech. Vacant-room lightbulb waits in the daily queue.
Assigned
Dispatcher drags the card to a technician, or the auto-assign rule picks the closest available tech with the right skill. The tech gets a push notification with room number, guest status, and the linked asset page.
Diagnosed on-site
Tech scans the QR on the equipment, reviews service history, checks warranty, reads the last three work orders, and logs the diagnosis. If parts are needed, they request from stores without leaving the ticket.
Repaired & documented
Tech logs labor time, parts used, resolution notes, and attaches a closing photo. For occupied rooms, the ticket prompts a follow-up in 30 minutes to confirm with the guest.
Verified & closed
Supervisor reviews the closure. Occupied-room tickets require guest confirmation; vacant-room tickets clear with a housekeeping inspection. Closed tickets feed MTTR, SLA, and reopen metrics.
Engineering KPIs
The numbers that move the needle
A full engineering dashboard, not a log. Every number trended, every ticket traceable back to an asset, a technician, and a cost line.
MTTR
2h 14m
-18%
Mean time to repair across P2 and P3 tickets
First-response
9 min
-22%
Avg minutes from ticket created to assigned
SLA compliance
96.4%
+3.1pt
Percentage of tickets closed within urgency SLA
PM compliance
98.1%
+0.4pt
Preventive tasks completed on schedule
Reopen rate
2.3%
-1.0pt
Closed tickets that were reopened within 7 days
Parts cost/room
$14.20
-6%
Rolling 90-day parts spend per occupied room
Beyond Tickets
Built for the full engineering stack
Asset history
Every ticket links to the asset page. See every repair, part, and cost against the boiler, chiller, or PTAC over its life.
Warranty tracking
Attach manufacturer warranties to assets. Tickets flag when a repair is covered; don’t pay twice for a failed drive that’s still under warranty.
On-call rotation
Configure after-hours rotation by trade. P1 tickets wake the on-call technician’s phone; no one else is disturbed.
Contractor portal
External contractors receive ticket links and upload photos, invoices, and certificates. No access to the rest of the PMS.
Frequently asked questions
How does SwiftGuest Maintenance prioritize tickets automatically?
The rule engine looks at category, location, occupancy state, and time of day. Occupied-room HVAC failures always route as P2 with a 1-hour SLA. Life-safety tickets (fire, elevators, gas, water main) always route as P1 with a 15-minute SLA and notify the on-call roster. Cosmetic issues in back-of-house areas route as P4. Rules are configurable per brand and property.
How do guests report maintenance issues?
Three channels: the in-room PWA (shortcut on the nightstand tablet or via QR code), direct request to the front desk (which creates a ticket from the reservation), or via a messaging channel (SMS, WhatsApp, chat) that routes through the CRM. Every channel results in a single ticket with room, guest, and reservation context attached.
What’s tracked in the asset registry?
Model and serial numbers, install date, manufacturer, vendor, warranty terms and expiry, parent/child relationships (cooling tower → chiller → AHU → room diffuser), photos, attached documents (O&M manuals, schematics), and full service history. Every ticket links to the asset; every asset shows its tickets. QR codes on equipment open the asset page directly.
How does preventive maintenance scheduling work?
Define tasks with frequency (daily, weekly, monthly, quarterly, semi-annual, annual, or custom), checklist items, required parts, estimated duration, and assigned trade. The system auto-generates work orders on schedule, sends reminders, and tracks completion. PM compliance rates surface by asset class, floor, and technician so managers can spot slippage before audits.
What engineering KPIs does the dashboard expose?
Mean time to repair (MTTR), first-response time, SLA compliance, reopen rate, PM compliance, parts cost per occupied room, technician utilization, ticket volume by category and floor, and repeat-offender assets. Every KPI is trended weekly and monthly, and exportable to CSV for brand reporting.
Can field technicians use this offline in basement mechanical rooms?
Yes. The technician PWA caches assigned tickets, asset pages, manuals, and parts lists locally. Technicians can update ticket status, log labor, scan QR codes, and attach photos without a signal. Changes sync when they re-enter a coverage zone.
How are closed tickets verified?
Occupied-room tickets require two signals before closure: a technician resolution note with photo, and a guest confirmation prompt (via room tablet, SMS, or front-desk callback) within 30 minutes of repair. Vacant-room tickets clear with a housekeeping inspection. Supervisors can audit-review any closed ticket and reopen with a note if the work was insufficient.
Related features
Stop losing tickets in chat threads
Run engineering on a platform that holds the whole picture — assets, history, schedules, and KPIs — not a spreadsheet and a radio.